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Alertpay Issues
carloso
post Nov 3 2008, 06:31 AM
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QUOTE (Chicago @ Oct 31 2008, 02:11 PM) *
I want to thank Chris for his fast response and for fixing my issue. I feel obliged to add that his joining the support team at AlertPay is a true gain for both us the clients and for AlertPay itself as a business. I do hope that although this work involves a lot of effort he and his team will continue to offer great support.

They took a lot at the material sent and unlocked my account very fast after I talked to Chris and I'm sure that he'll find the time to help all his clients just like he did with me. Way to go AlertPay. Nowadays good support is an essential part of a business.

"Hello,

Thank you for contacting AlertPay Customer Support. I am happy to assist you.

Upon a thorough review of your account and the nature of the transactions involved, we have re-activated your AlertPay account.

Sorry for the inconvenience.

Best regards,

----------------------------------
Thank you for choosing AlertPay! If you have any additional questions, don't forget to consult our FAQs at www.helpdesk.alertpay.com!

Chris
Customer Support Manager
"



Indeed Chris (alertpaychris) was quite helpful, unlike the other Alertpay's support representatives. Hopefully he'll change something in their support department.

This post has been edited by carloso: Nov 3 2008, 06:31 AM
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owkaye
post Jan 26 2009, 09:29 PM
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QUOTE
Accounts are locked or restricted for the following reasons:

-Various suspicious activity on the account (it could even be because your account was accessed from a location that is not consistent with your account address - this is to protect you from your account being compromised if your password is phished)


Chris, I'm an international businessman, and I had serious problems with PayPal many years ago when they disabled my account every time I tried to login from a new location. Even after they promised me they would keep it in a state of "unrestricted access" they continued to block my access from all other countries as soon as I would login from one country. Not only does this mean they did not do what they promised, but they refused to explain that their system could NOT be configured to serve me properly as they had promised.

It took many months/years before PayPal finally "got their act together" and hired programmers who actually knew how to deal with this situation effectively. Prior to the changes implemented by these new programmers, they simply took the easy way out -- by automatically blocking every account the moment the account holder tried to login from a country that was different from his last login -- very unfriendly to a business with ongoing international travel and international access requirements.

And every time they blocked me from accessing my account, they told me that I would once again be obligated to fax specific documents to them to "prove my identity". Of course my passport was never among the list of document they would accept. Instead they asked for things like my home phone bill, my home electric bill, and other such documents that any normal person would NOT have with him when he is traveling internationally. To say their requests were short-sighted and ignorant is an understatement!

I cannot deal with the same or similar limitations with AlertPay, so I'm going to ask you a serious technical question now, and I would appreciate a completely honest and forthcoming answer. If you do not know the answer then please tell me straight out that you do not know the answer, since this would be the whole truth, correct?

smile.gif

Okay here's my question:

If I sign up to use AlertPay can you absolutely guarantee me that AlertPay will NEVER block my access to alertpay.com from any global location where I choose to login from?

In other words, is AlertPay willing and able to completely disable that "location checking" system on my account -- in such a way that I will always be immediately able to access and login to the alertpay.com website and manage my account without restriction -- no matter where I happen to be located in the world when I attempt to login?

Naturally it seems to me that in this day and age you (hopefully) have the ability to ask several verifying questions on the login page (not just username and password) to confirm my identity from wherever I happen to feel like logging in from. My online banking services do this now by default since they are determined to increase the security of their website visitors, and this allows me to login from any country I've visited during the past several years. But if AlertPay is not using this approach, then I need to know exactly what approach you *are* using -- so I can understand it completely before I implement AlertPay payments as an option on my websites and the sites of my clients and customers.

Thanks in advance for your explanation regarding this matter.

__________
Owkaye
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alertpaychris
post Jan 27 2009, 02:08 PM
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QUOTE (owkaye @ Jan 27 2009, 12:29 AM) *
Okay here's my question:

If I sign up to use AlertPay can you absolutely guarantee me that AlertPay will NEVER block my access to alertpay.com from any global location where I choose to login from?

In other words, is AlertPay willing and able to completely disable that "location checking" system on my account -- in such a way that I will always be immediately able to access and login to the alertpay.com website and manage my account without restriction -- no matter where I happen to be located in the world when I attempt to login?

Naturally it seems to me that in this day and age you (hopefully) have the ability to ask several verifying questions on the login page (not just username and password) to confirm my identity from wherever I happen to feel like logging in from. My online banking services do this now by default since they are determined to increase the security of their website visitors, and this allows me to login from any country I've visited during the past several years. But if AlertPay is not using this approach, then I need to know exactly what approach you *are* using -- so I can understand it completely before I implement AlertPay payments as an option on my websites and the sites of my clients and customers.

Thanks in advance for your explanation regarding this matter.

__________
Owkaye


Hello Owkaye,

We cannot unconditionally guarantee that your account will never be limited. We use various location checking processes to prevent unauthorized account access and have been discussing rotating various other security questions in case the account is accessed from an area that is inconsistent with the account information - however the latter part has not been implemented just yet.

What we can do is add account notes and other criteria that should override any system generated account limitations. At the moment you'll be unable to spend with your credit card if your location differs from your account information, however a software release in the next 4-6 weeks will allow you to travel and still have the ability to send money / purchase items using the credit card associated with your AlertPay account.

If you'd like to discuss this further, please open a ticket with our Helpdesk under Business Development and make the subject Attn: Chris re: Account Limitations and it'll be a pleasure to continue this discussion.

Regards,

Chris
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jgillan
post Feb 4 2009, 06:30 AM
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It seems that the AP website is very slowly today.


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wwesn
post Feb 5 2009, 06:54 AM
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And yet another issue develops with Alertpay - for over 24 hours now Alertpay has been unable to process Credit Card transactions thereby making their service essential useless to a large number of their customers. Much as expected - so far there has been no official comments or statements issued by alertpay in regards to this. Someone on another forum wrote "And rather then letting their clients know about it, they insist on covering it up and leaving everyone in the dark." my reply was:

That first statement appears to be one of my big problems with alertpay - they do not communicate well with their members. They obviously know there is a problem but they don't make any mention of it on their forums or site. They wait until enough people start *****ing then they say 'oh by the way we are having a problem'. We shouldn't have to keep on them to tell us what is going on - they should do this automatically. That being said, with regard to my posts on their forum about the bank withdraw issue - someone from alertpay did actually call me and explain it to me and they did do a follow up to make sure i got the 1st bank wire. Also the last wire transfer i did was in my bank account in under 3 days....so yeah they do have some good points and potential - they just need to work on the constant problems with their service (which seem to be happening more and more) and they really need to work on communication with their customers! Now true you could call them or fill out a support ticket (which i did) but if they know they are having problems we shouldn't have to hunt them down for an explaination - they should be already announcing it to us!

they also wrote "I guess they've had enough of you as they've decided to delete some of your posts and lock threads. " in regards to some of my posts on Alertpay's Developer forum (they don't have one for regular customers so most of us go there) - my reply:

yes, I know they have read the threads about the credit card issue - in fact i know at least 3 of them have (I watch in the Who's Online page and seen that they were looking at the thread) and not one of them could bother to explain it to their customers....in fact i have many of their customers emailing me for answers...

ALERTPAY - LEARN HOW TO COMMUNICATE WITH YOUR CUSTOMERS AND KEEP US UPDATED ON WHAT IS GOING ON!
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60ody
post Feb 5 2009, 07:28 AM
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2 days when I log on it connects to account but gives me an error:
QUOTE
We're sorry, we are experiencing some temporary difficulties. Please try again later. We have already informed our engineers of this issue. If this error occurred while making a payment, check your Account Overview before resending a payment so you can avoid duplicate payments.

Your issue reference number is


can not access the balance . I am only person with this problem ... I have sent an email but nothing


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wwesn
post Feb 5 2009, 09:19 AM
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QUOTE (60ody @ Feb 5 2009, 11:28 AM) *
2 days when I log on it connects to account but gives me an error:


can not access the balance . I am only person with this problem ... I have sent an email but nothing


that has happened to me in the past - as a glitch - usually i refresh or log off then back on and there is no problem
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wwesn
post Feb 5 2009, 01:23 PM
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Just realized that Alertpay is censoring my posts on their forum. I was wondering why people kept emailing me that my posts were deleted because when i am logged in I can see them just fine but logged out they mostly say deleted.

Its pretty sad customer service that they are deleting legitimate complaints about their service caused by their never ending problems. They say I frequently post at various message boards with a clear agenda of passive aggressiveness towards AlertPay - um how? Because they seem not to be able to get their service working properly and this in turn is costing not only me but many other customers a loss of finances? Maybe if they were more open and let us know there are issues instead of waiting 3 or 4 days to make some sort of announcement I wouldn't have to keep on them to find out not only for myself but the rest of your customers what the heck is going on. Seriously, it took them almost 3 days to post an announcement about the credit card transaction issue.

This post has been edited by wwesn: Feb 5 2009, 03:49 PM
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wwesn
post Feb 6 2009, 12:03 PM
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QUOTE (60ody @ Feb 5 2009, 11:28 AM) *
2 days when I log on it connects to account but gives me an error:


can not access the balance . I am only person with this problem ... I have sent an email but nothing


heard today that many people are having this issue now
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alertpaychris
post Feb 6 2009, 12:26 PM
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QUOTE (wwesn @ Feb 5 2009, 05:23 PM) *
Just realized that Alertpay is censoring my posts on their forum. I was wondering why people kept emailing me that my posts were deleted because when i am logged in I can see them just fine but logged out they mostly say deleted.

Its pretty sad customer service that they are deleting legitimate complaints about their service caused by their never ending problems. They say I frequently post at various message boards with a clear agenda of passive aggressiveness towards AlertPay - um how? Because they seem not to be able to get their service working properly and this in turn is costing not only me but many other customers a loss of finances? Maybe if they were more open and let us know there are issues instead of waiting 3 or 4 days to make some sort of announcement I wouldn't have to keep on them to find out not only for myself but the rest of your customers what the heck is going on. Seriously, it took them almost 3 days to post an announcement about the credit card transaction issue.


As mentioned in the private message you reference above, the Developer's forum is meant for the discussion of development and integration topics, not airing your personal gripes. As specified in the message, please feel free to give me a call and we can discuss any issues you have so that we can resolve them.

If you have personal account issues that you prefer to resolve over email, please also refer to our help desk and a Customer Support Specialist will be happy to help. I've taken a look at your recent ticket and it was responded to within six hours initially.

In general we could improve external communication - this is something that's been identified and we have some projects that will allow us to do so. We should have more news regarding the issues we've faced over the last month late next week or early the week after. We've been working hard to resolve all these issues and improve the service overall.
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ionuke5
post Feb 6 2009, 01:16 PM
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Hey Chris, that's the third site I'm trying to pay to and it says my session has expired when I try to log in and after that it gives me an error with an error code. do you know what I'm talking about? can you help me?


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wwesn
post Feb 8 2009, 02:28 AM
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QUOTE (ionuke5 @ Feb 6 2009, 05:16 PM) *
Hey Chris, that's the third site I'm trying to pay to and it says my session has expired when I try to log in and after that it gives me an error with an error code. do you know what I'm talking about? can you help me?


try clearing your cache and do it again
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wwesn
post Feb 10 2009, 09:56 AM
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though i am receiving some payments i am still getting multiple reports from my members that their credit card is being declined by alertpay - as usual no announcements or anything from alertpay on this (yes i know, gotta wait 3 or 4 days after a problem starts for an official announcement lol). Any one else having this problem?
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jgillan
post Feb 25 2009, 09:26 AM
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MAINTENANCE

AlertPay is getting better still!

AlertPay is currently undergoing a scheduled upgrade to improve your user experience.

During this time, access to your account and access to making payments will be disabled. You will be unable to login to your account.

The scheduled downtime will be from 11:24PM EST to 12:00PM EST.

We apologize for the inconvenience that this may have caused and thank you for your comprehension.


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onlineboy7
post Feb 25 2009, 01:22 PM
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I thought Alertpay already closed down when i trey to access my account earlier..but they are just upgrading to its best. Now it is ok laugh.gif
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